Frequently Asked Questions

We are proud to work with suppliers across the globe throughout USA, Italy and Asia to produce our products.

Worldwide! We ship to countries across the globe.

To keep your pieces looking their best, store them in a cool, dry place away from direct sunlight, and avoid contact with water, perfume, lotions, and harsh chemicals. Gently wipe each piece with a soft, dry cloth after wear, and remove jewelry before showering, swimming, or exercising.

We accept all major credit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay, and Shop Pay. All transactions are securely processed through Shopify Payments.

Once your order has been dispatched, you will receive a shipping confirmation email with a tracking number. You can use this tracking number to monitor your delivery status. If you have any issues with tracking, please email us at hello@moonarahaus.com.

We process orders quickly, so please contact us at hello@moonarahaus.com as soon as possible if you need to make changes. We'll do our best to accommodate your request, but once an order has been dispatched, we are unable to modify or cancel it.

Our shipping costs vary depending on location and which shipping service you choose. At checkout you can choose which shipping option suits you best.

Your order will be processed and dispatched within 3–4 business days. Delivery estimates by shipping option:

Shipping Option	Delivery Time	Processing
USA Standard	3–6 days	1–2 business days
USA Express	2–4 days	1–2 business days
USA Overnight	1 day	1–2 business days
International Standard	10–14 days	1–3 business days
International Express	5–7 days	1–3 business days

Please allow for slightly longer processing times during our Black Friday Sale.

Yes — depending on your shipping destination, import duties and taxes may apply. We offer two international shipping options:

• DDP (Delivered Duty Paid): Pay any duties and taxes upfront at checkout. This ensures your order arrives without unexpected customs fees or delays.
• DDU (Delivered Duty Unpaid): Duties and taxes are not included in your order total and will be collected by your local customs office upon delivery. You'll be responsible for these fees, which vary by country.

We recommend reviewing your country's tax and duty regulations before ordering.

Return Process

• Items are eligible for returns within 10 days of being delivered, provided they meet our return criteria.
• To be eligible for a return, items must be in their original condition, unworn, and with all original packaging included.
• Customers are responsible for shipping costs on exchanged items.
• Insurance for returned items is the customer's responsibility. We recommend purchasing shipping insurance to protect against loss or damage during transit.
• Once your return is received and meets our return criteria, we will process an exchange or refund within 5 business days.
• The original cost of shipping is non-refundable and will not be included in any credit notes issued.

Earrings Policy

• Due to hygiene reasons, we are unable to accept returns for refunds on earrings.
• We understand that a change of mind can occur, and we would be happy to exchange the earrings for another pair or offer you a credit note to our store.

Rings Policy

• We are unable to accept returns for refunds on rings.
• We understand that sizing may need to be adjusted. If your ring isn't the right fit, we're happy to offer an exchange for a different size (subject to availability), exchange for another Moonara Haus piece, or provide a credit note to our store.

Damaged or Incorrect Items

If you receive a damaged or incorrect item, email us at hello@moonarahaus.com with your order details and pictures of the damaged or incorrect product. We'll work to resolve the issue quickly and efficiently.

Site-Wide Sales & Final Sale Items

• Items purchased during site-wide sales or marked as final sale are not eligible for returns or refunds.
• Please carefully review your order before finalizing your purchase.

Additional Policies

• Tarnishing over time is not considered a fault and does not qualify for returns or exchanges.

For any questions, email us at hello@moonarahaus.com